LoadRunner Enterprise – Troubleshooting Login and Backend Service Failures

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Applies to:

LoadRunner Enterprise (2020 and later versions)

Issue:

After updating service account passwords, users were unable to log in to LoadRunner Enterprise (LRE). The login page became unresponsive, and refreshing the page displayed a Just-In-Time (JIT) debugging error message. Attempts to reconfigure or restart services failed, and the LRE Backend Service could not be restarted due to corruption in LRECore.API.exe.

Cause:

The issue occurred due to corruption in the LRE backend components after service account password updates. This caused failures in the Repository configuration and prevented the Backend Service from running, which blocked access to the LRE application.

Steps:

To resolve the issue, follow these steps:

1. Verify Service Account Updates
   • Ensure that the updated service account credentials are applied consistently across IIS Application Pools, Windows Services, and LRE configuration files.
2. Check and Reset Application Pools
   • In IIS Manager, update the service account credentials for all LRE-related application pools (Admin, FrontEnd, LoadTest, LRE, PCS, RunLogic, Site).
   • Restart IIS services.
3. Validate Backend Service Configuration
   • Open Services.msc and confirm that the LR Backend Service is set with the correct service account credentials.
   • If the service fails to start, check Windows Event Viewer for error details.
4. Repair Configuration Files
   • Review and update the appsettings.json file located in <LREHome>\system_config\.
   • If corrupted, clear and reconfigure the file during the LRE Server Configuration Wizard setup.
5. Reinstallation (if corruption persists)
   • If the backend executable (LRECore.API.exe) is found corrupted:
     • Backup the LRE installation directory.
     • Uninstall LRE.
     • Delete any remaining LRE directories and the .NET temp folder under: C:\Users\<username>\AppData\Local\Temp\
     • Restart the server.
     • Perform a fresh installation of LRE.
6. Update Repository Settings
   • After reinstall, update the appsettings.json file with repository details.
   • Rerun the LRE Server Configuration Wizard to complete setup.
7. Validate Access
   • Log in to the LRE portal and confirm successful authentication.

After reinstalling LRE and updating the configuration files, users were able to successfully log back into LRE without further login or backend issues.

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